BMC Remedy ITSM Connection Settings

Before you configure the settings for BMC Remedy ITSM, copy the SDK jar files from the BMC Remedy System to the JBoss Server library. These files enable communication between  and BMC Remedy.
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Prerequisites 
Before you configure the settings for BMC Remedy ITSM, copy the SDK jar files from the BMC Remedy System to the JBoss Server library. These files enable communication between 
Privileged Identity Manager
 and BMC Remedy.
 Follow these steps:
Valid on Windows and Linux
  1. On the BMC Remedy System, go to the following file:
    \\bmc
    \
    Software\ARSystem\Arserver\api\lib
  2. Copy the following SDK jar files:
                    arapi8*.jar
                    arutil81*.jar
  3. Save the copied jar files to the following location on the Privileged Identity Manager system:
    <CM-JBOSS-Server>\server\default\lib
    These jar files are copied to the main
    Privileged Identity Manager
    server and to the load balancing servers. The files are the same for Windows and Linux.
  4. Restart the JBoss server.
Parameters
To integrate with BMC Remedy ITSM, provide the following parameters:
  • Host
    Defines the host that is used to connect to BMC Remedy ITSM.
    Default:
     host_name
  • Port
    Defines the port number that is used to connect to BMC Remedy ITSM.
    Default:
     0
  • Username
    Defines the user name that is used to connect to BMC Remedy ITSM.
    Default:
     admin
  • Password
    Defines the password that is used to connect to BMC Remedy ITSM.
  • BMCRemedyClientURL
    Defines the BMCRemedyClientURL that is used to connect to BMC Remedy ITSM.
    Default:
     http://bmc_client_host_name:8080/arsys
  • (optional) 
    Service Desk ProxyServer
    Specifies any proxy server in the environment that is used to connect to BMC Remedy ITSM.
    Example:
     proxy.xxx.com
  • (optional) 
    Service Desk ProxyPort
    Specifies the proxy port that is set up and used to connect to BMC Remedy ITSM. 
    Example:
     80
  • (optional) 
    Service Desk ProxyUser
    Specifies the proxy user that is used to connect to BMC Remedy ITSM.
  • (optional) 
    Service Desk ProxyPassword
    Specifies the proxy password that is used to connect to BMC Remedy ITSM.
  • Enable Incident Validation
    Enables incident validation with the service desk against the incident ID. If the incident validation option is enabled, the incident ID is validated when the privileged account request is created.
    If this parameter is not checked when you click Submit, your settings are saved but incident validation for Privileged Account Requests is not enabled.
  • Advanced
    Enables the user to configure incident fields to create Incident Queries with combinations of values used to validate service desk incidents. To configure the queries, check the advanced box and enter the query values in the Incident Query field.  
    Default:
    status==open
 Note:
The optional proxy parameters are used only for proxy connections. The values for these parameters depend on system requirements. 
Advanced Parameter Values
To configure BMC Remedy ITSM Incident queries, use the following Advanced incident field values:          
  • Impact
    Values:
     high, low, medium, minor
  • Priority
    Values:
     critical, high, low, medium
  • Status
    Values:
     assigned, cancelled, closed, inprogress, new, pending, resolved
  • Urgency Values:
     critical, high, low, medium
Incident Query Examples
  • Possible query values:
     status==active, status==new, status==openNew
  • Operators used for combined query with multiple fields: 
    && (and), || (or) 
     
    Example: (
    urgency==Immediate&&priority==highpriority
    )
    ||
    (
    status==AwaitingVendor&&impact==entireorganization
    )
  • Query to ignore any field:
    urgency!= high